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ICM - Quality

Maharashtra, India (On-site)

ICM - Quality

1 Hour ago • 5-7 Years

About the job

Summary_{By Outscal}

Dream11 seeks an experienced ICM - Quality professional to oversee vendor management, ensure quality KPIs, and handle escalations. Ideal candidate has 5+ years in Quality & 2+ years of team management, with a focus on customer success in a tech environment. Strong data analysis skills and proficiency in CRM tools like Zendesk, Freshdesk, Jira are essential.

Dream11/Customer Success - Mumbai

Customer Success @Dream11:

To be a ‘user-centric’ company is at the core of everything we do at Dream11. The Customer Success team comprises passionate Dreamsters that work tirelessly towards enhancing the playing experience for over 200 million sports fans on Dream11 with the proper training and quality of work. Customer service is not a department but an attitude. So if you are committed to delivering a world-class customer service experience, this is the team for you.

Your Role

Manage day-to-day operations and ensure adherence to Quality KPIs of Quality Vendor
Collaborate cross-functionally with Operations, Training, and other departments to implement and improve Customer Experience
Handle escalations, ensuring swift and effective resolutions while maintaining high customer satisfaction.
Prepare and present regular reports on key performance metrics, escalations, and operational performance.
Developing and implementing quality assurance strategies and processes to ensure product and service excellence, and improve customer satisfaction and retention
Conduct regular audits and reviews to ensure adherence to quality standards and regulatory requirements across internal and external vendors
Evaluate vendor performance and strongly manage vendor relationships to ensure optimal quality standards & compliance
Lead special projects or initiatives aimed at improving customer experience and operational efficiencies ensuring Vendor goals/expectations are met.

Qualifiers

5+ years of experience in Quality & 2+ years of Team management experience with a focus on customer success or service, preferably in a tech-driven environment.
Strong data analysis skills, with proficiency in using CRM tools like Zendesk, Freshdesk, Jira, or similar.
Flexibility to work across various shifts to meet business needs & Flexible to Travel to Vendor Location

About Dream Sports:

Dream Sports is India’s leading sports technology company with 250 million users, housing brands such as Dream11, the world’s largest fantasy sports platform, FanCode, a premier sports content & commerce platform and DreamSetGo, a sports experiences platform.

Dream Sports is based in Mumbai and has a workforce of close to 1,000 ‘Sportans’. Founded in 2008 by Harsh Jain and Bhavit Sheth, Dream Sports’ vision is to ‘Make Sports Better’ for fans through the confluence of sports and technology.

For more information: https://dreamsports.group/

Dream11 is the world’s largest fantasy sports platform with 220 million users playing fantasy cricket, football, kabaddi, basketball, hockey, volleyball, handball, rugby, futsal, American football & baseball, on it. Dream11 is the flagship brand of Dream Sports, India’s leading Sports Technology company and has partnerships with several national & international sports bodies and cricketers.